AV Specialist

Job Description

Leading US law firm is looking to hire a new AV Specialist (AV Collaboration Specialist is the internal title) for their London office. This is a technical position within the Information Technology department responsible for the daily operation, coordination,execution, and support of audio and video conferences and other video-enabled meetings in both the firms Conference Centres and other video-enabled facilities in the firms or client offices. The AV Collaboration Specialist is also responsible for coordinatingadditional resources, both within the firm and with Clients, to ensure delivery of world-class meetings. Salary will be in the region of £45,000 with offices based a short walk from all mainline train stations in the City of London.

• Shift7am-3pm (may need to adjust occasionally)
• On Call schedule required (on Call once every 8 weeks or so)
• Hybrid working available

AV Specialist Essential Duties and Responsibilities:

• Execute all conferencing operations including, but not limited to, connecting all multi-point conference calls, connecting all external videoconference calls, monitoring all videoconference calls utilizing the bridge, pre-testing all external calls, trainingend users on operation of in-room equipment.
• Coordinate with vendors, service providers, and internal management groups (i.e. network, IT, desktop support) to report and resolve issues as quickly as possible.
• Maintain and update conference schedules.
• Perform on-site or phone support for hardware and software setups for systems, including providing assistance to Firm clients attempting to connect to Firm video conferences.
• Provide white-glove support for desktop-based video conferencing, including approved home-based systems for lawyers and senior staff.
• Meet with executives and other professionals to gather requirements/use cases/details in preparation of meetings/webcasts/events; to ensure functionality and optimal audio/video/content sharing/recording, etc.
• Perform regular checks of all equipment and supporting equipment; track and remediate all issues.
• Document, follow-up and accurately record incident work history utilizing ServiceNow.
• Provide end user training on applicable collaboration solutions
• Fully understand the customer environment and provide recommendations for improvements to meet the clients desired outcome
• Flexible to work overtime, as needed.
• Other duties as assigned, needed.

The following will also be required of the successful AV Specialist candidate:

• Strong organizational skills
• Strong attention to detail
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem solving skills
• Able to work harmoniously and effectively with others
• Able to preserve confidentiality and exercise discretion
• Able to work under pressure
• Able to manage multiple projects with competing deadlines and priorities
• A self-starter who desires to show ownership and commitment to the job
• Strong customer service skills

Required:

• Bachelors degree or equivalent work experience.
• A minimum of 5-7 years of experience in collaboration industry; predominantly with Cisco UC tools and audio visual / videoconferencing technologies including:
  • WebEx and Cisco Control Hub
  • Microsoft Teams
  • Zoom Administrative Portal
  • Conference Room Controls and AV equipment (Crestron, Extron, etc.)
• A minimum of 5-7 years of experience in the customer service industry and audio visual technology experience
• Working knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint Outlook) and Web Conferencing applications (e.g., WebEx, Zoom, MS Teams)Basic understanding of Active Directory, LAN / WAN, DNS and DHCP
• Working knowledge of UC, Cloud (video streaming), SIP/H.323/WebRTC videoconferencing protocols and standards
• Understanding of the equipment grouping configurations, including arrangement of audio/video IP (data network) appliances, encoding appliances used to capture video, compressing and delivering video over IP, and placement of secure encryption devices forsuccessful delivery of multiple, simultaneous to one or more facilities on the installation

Preferred:

• Industry relevant training or technical courses Cisco, Avixa, Crestron, etc. a plus
• Experience providing remote technical support in a distributed, international organization
• Experience in a Cisco/Tandberg environment (TMS & CMS)
• Experience with EMS Conference room scheduling system
• Understanding of IT technologies, networking, and troubleshooting methodologies (ITIL)
• Law firm experience
• Microsoft Office certifications